Store Policies

Please contact us at orders@lanakole.com if there are any questions regarding your order or a particular product you may be interested in.  We are always happy to help.

PAYMENT

PayPal & other payment methods- We accept PayPal, Visa, Discover, Mastercard, and American Express. Orders are processed and shipped upon receipt of payment. Customers must remit payment within one day of the date of purchase. If we do not receive payment within 24 hours, we reserve the right to cancel the order.

DELIVERY

Normal shipping times- We ship worldwide from the USA! Since many of our products are made to order, we usually ship within 3-5 business days from the date payment is received. For domestic orders (continental United States), we ship via United States Postal Service. Most domestic deliveries arrive 2-4 days from the day it was shipped. 

Tracking & additional services- All domestic shipments include USPS delivery confirmation which can be tracked via www.usps.com. Overnight Mail, Express Mail, additional insurance and other services, are available upon request for an additional charge. 

Shipping upgrades- To request a shipping upgrade, please get in contact with us at orders@lanakole.com once you pay for normal shipping. We will calculate the cost for the shipping upgrade of your choice and send you a separate PayPal payment request for the difference. Once we receive payment for the upgrade, we will ship your order via the upgraded service.

International orders- To offer the best S&H value on international orders, we ship orders (outside the continental United States) via 1st Class Mail. Most international orders arrive 7-10 days from the day it was shipped. We are unable to provide tracking on international deliveries unless you opt to upgrade to International Express Mail. To upgrade your shipping to a higher class, please follow the steps outlined previously.For all International customers, please note, unless you opt to upgrade your shipping to Express International, we can not be held liable for order delivery after we provide you with the Customs Declaration Number that comes with all International orders. (The Customs Declaration Number does not track packages after it leaves the USA, but is used by customs.) Buyers who require international shipping are subject to customs fees, although 99% of our international orders reach the intended recipient without any extra customs fees or process. 

Shipping address- We will ship to the address provided during checkout. Please confirm that the shipping address you leave us during checkout is correct. We can not be held responsible for shipping to incorrect addresses received during checkout. Whenever possible, we will send an email to the address provided during checkout that the package was shipped. This email normally provides tracking information for domestic orders, and customs declaration numbers for international orders and provides an indication of when the order was presented to the post office for delivery. Please contact us if you have any questions.

REFUNDS, EXCHANGES

Full refunds- Please note, while we will issue refunds for unused and unaltered items, (excluding shipping charges), returns/refunds/exchanges are only processed for pre-approved returns. Refund requests must be initiated through the following refund request form (hyperlink). (Form will include date of purchase, item, payment information & method, comments). Please allow 2 business days for a customer service representative to review and respond to your claim. Approved claims will then be issued a Returned Merchandise Authorization (RMA). All returns must be received within 21 business days from the received/delivered date.

Exchanges- Unused and unaltered items may be exchanged. Exchange requests must be initiated through the following exchange request form (hyperlink). (Form will include date of purchase, item, payment information & method, new item, & comments). Pre-approval for this type of return is also required and a customer service representative will review your exchange request and issue a RMA. All items must be in their original condition (including packaging) and must include all accessories and manuals. In the case of vinyl stickers, if the sticker has been removed from its backing paper, or has evidence of damage or use, the item is considered used. In this case, the item is considered used and we will not refund the purchase item or reimburse shipping. All exchanges must be pre-approved and received within 21 business days from the received/delivered date. 

When your pre-approved return is received and inspected, we will issue a refund according to the original payment method. Any returns received without pre-approval will be refused and returned back to the sender.